Customer Care Specialist

1 week ago

Milton Keynes, Milton Keynes, United Kingdom Rightmove Full time

We are looking for a Customer Care Specialist

Location:
Milton Keynes (2 days a week)

The role


As a Customer care specialist you will be part of a team who are genuinely enthusiastic about our customers, supporting them when they need help and showing them that we value them.

Your role is to provide our customers with a premium, friendly and professional service.

Our customers are at the heart of everything we do, which means that we want to make things easy and right for them first time, every time.

This is a high inbound, fast paced team and the ability to work through tasks efficiently is essential.

You will work within a skilled, experienced team meeting performance standards for quality, volume and resolution and, where necessary working with other specialist teams to get things done.


Key responsibilities

  • Working collaboratively within the team to provide a seamless service to internal and external customers through a variety of communication channels and within set standards and KPI's.
  • Being a Rightmove expert, on hand to answer a wide range of questions and offer training and support for both customers and consumers.
  • Developing and maintaining a deep understanding of Rightmove's systems, products and processes in order to have the ability to handle a wide range of customer enquiries.
  • Accurately recording and updating customer information to ensure we can communicate with customers ongoing.
  • Making changes to account details, products and services as requested by customers and account managers.
  • Helping customers with their immediate need, making first contact resolution a priority.
  • Educating customers and consumers on our self service and FAQ offerings with a view to reducing repeat contact.
  • Helping customers make the most of their Rightmove membership by seeking to add extra value on every interaction.
  • Making a difference being ready to step in and help the wider Customer Experience team when needed.
  • Proactively and constructively contributing ideas and challenging team processes where potential improvements have been identified.

We are looking for someone who

  • Is able to communicate effectively via different methods and to different audiences.
  • Confident in saying no when appropriate and offering alternative solutions to get the best outcome.
  • Capable of working in a pressurised environment. Good time management and the ability to prioritise and manage your day is essential.
  • Able to follow outlined processes with clear accuracy and attention to detail.
  • Friendly and approachable customer is at the heart of everything you do.
  • Growth mindset, things change quickly and often, and you need to be able to respond appropriately.
  • Can take ownership of a situation and see it through to the end to get the best possible outcome
  • Being comfortable to seek out information from other Rightmove teams for more bespoke queries you might encounter, to find the best solution for the customer.
  • Is emotionally intelligent and has genuine empathy for people. Able to understand the customer's perspective and have a natural ability to build a strong rapport and demonstrate empathy while maintaining clear boundaries.
  • Thrives on beating and exceeding targets but you'll always make sure that the customer's interests come first.
  • Who is selfaware, can identify own strengths and areas for improvements. Isn't afraid to ask for support when needed.
  • Can receive and provide constructive feedback, as well as a desire to be coached for optimum performance.
  • Can work closely with stakeholders to help drive strong relationships and communication.
  • You are a confident multitasker who is adaptable, open to change, highly motivated, tenacious and able to work well under pressure whilst achieving set targets.

About us


Our mission is to make the move easier and simpler, by giving everyone the best place to turn to and return to for access to the tools, expertise, trust and belief to make it happen.


A great success story, we're now the biggest home-grown web brand in the UK our traffic levels surpassed only by Facebook, Google, YouTube, eBay and Amazon.

Despite this success, we remain a down-to-earth bunch.

To join us in our mission, we look to recruit people who share the same values and beliefs as we've always had, because Rightmove is people.

We call it the secret to our success and why
staying 10 years or longer, reaching 'gnome status', is simply the Rightmove way.

We encourage and support all Rightmovers to continuously develop themselves. Together we work towards the best outcome, both in terms of our technical solutions and continued business growth. We are always on the lookout for the great new people to join our team. If you are a smart and passionate initiative-taker then get in touch. You could be part of
the next chapter of the Rightmove story Will you be 'Gnomed?'

Did you know

  • Rightmove was meant to be called 'Doorknob.' B

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